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Complaint Details
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Initial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had applied for this company to help me with spray foam under my house. As they are a *** heat and energy savers. We had scheduled multiple times for the company to come and do work, it has been 2 years of back and forth each scheduled visit I was home (took day off of work) waited for them to ; show up , call, email any type of communication. And I was left without knowing what was going on, each scheduled visit was a no call no show. Each time I had to call office repeatedly to find out what was going on. The company gave me attitude for calling asking where they were. Each time a different excuse, I even tried calling a few days before scheduled appointment and was told yes we will be there as I wait with zero communication from company they have never showed up. So now left again for another winter season without spray foam applied to my house for warmth. When I call office to see what is going on, they have an attitude and have every excuse under the sun of way they are not hereBusiness response
11/08/2021
My name is ******************* and I am the Operations Manager for Global Dwelling. In regards to this customer ****** ********, our production team has been to the customers home on two different occasions to begin work on her project.
Upon the first visit on August 24th 2020, the customer had an extensive plumbing leak under her home. Due to health and safety issues we could not continue the work at that time. We requested photos from the customer showing that the plumbing leak had been repaired before we could return.
After numerous phone calls to follow up on the repair, I sent the customer a No Response letter (see attached document) on 9/23/2020. *** ******** answered a text message on 9/23/20 stating that she would send in pictures of the repair by the end of that week (see attached text messages). Those pictures were never received.
A second No Response letter was mailed on 1/22/2021 to continue to try and follow up. We did not hear from *** ******** again until late July of 2021, at which time we received photos of the repair and scheduled our production team for 9/8/2021.
To ensure that there would be no further complications, our Production Manager ******* performed a site visit of the home on 9/7/2021 (see attached text messages). At the time of the site visit, there was still an issue with standing water that posed a health and safety risk for a team. It was also determined during this visit that the majority of the home only provided 8" of clearance for the work to be performed, which is not adequate enough space for our team members and spray foam company to perform the work. ******* informed the customer of his findings before he left the home on 9/7/2021.************************* placed a note in the Contractor Portal on the project informing NYSERDA of our findings as well (see attached note).
After clearing up some miscommunication from 9/7/21 (see attached text messages), I notified *** ******** on 9/8/21 that I partnering with the spray foam company on our findings to see if it would be possible for them to do the project, and that I was waiting for a response from them. I spoke with *** ******** after receiving a text on 9/15/21 that the project was not able to be completed.
This was the last communication I have had with the customer regarding this matter.
Any questions or concerns please let me know. Have a great day.
** **** *** *** **** ** **** ** ********************************* ******.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.